Senior Claims Handler Property

Full details of the job.

Job Title

Vacancy No

Vacancy No VN625

Basis

Basis Permanent

Full Time / Part Time

Full Time / Part Time Full Time

Entity

Entity Rokstone Group Ltd

Location City

Location City London

Role Summary

You will manage a portfolio of international claims, including exposure to complex, high-value and technically challenging matters, within delegated authority limits. The role is responsible for end-to-end claims management throughout the full claims lifecycle, from first notification of loss through investigation, coverage analysis, strategy, reserving, settlement, recovery opportunities and closure. The position supports the Head of Complex Claims and senior claims leadership in delivering a consistent, high-quality claims service aligned with Rokstone’s claims proposition, regulatory obligations and business objectives. You will be expected to exercise sound technical judgement, demonstrate commercial awareness and provide clear, confident engagement with brokers, insureds, capacity providers, TPAs, adjusters, legal advisers, reinsurers and underwriting teams. You will also contribute to portfolio oversight, reporting, governance, continuous improvement and knowledge sharing across the claims function, helping to ensure outcomes are technically robust, commercially sound and aligned with internal standards, delegated authority arrangements and conduct expectations.

Role Accountabilities

• Manage a portfolio of claims, including complex and higher-value matters, within defined authority levels.
• Handle claims throughout the full claims lifecycle.
• Review new notifications, assess policy coverage, identify key legal, technical and quantum issues, and establish proportionate claim strategies.
• Set, maintain and review reserves accurately throughout the life of each claim, ensuring reserve movements are supported by clear rationale and appropriate documentation.
• Drive timely progression of claims, maintaining clear diary discipline, audit trails, file notes and decision rationale in accordance with internal procedures and regulatory expectations.
• Manage referrals, queries and escalations within authority, and elevate matters outside authority or involving material coverage, litigation, conduct, sanction, quantum or reputational issues.
• Support large loss and complex claims processes, including reserve movement commentary, watchlist updates, case summaries, bordereaux analysis and resolution strategy notes.
• Select, instruct and actively manage external experts, including TPAs, loss adjusters, lawyers, coverage counsel and other service providers, ensuring proportionate cost control and value-added service.
• Liaise and negotiate with brokers, insureds, claimants, TPAs, adjusters, lawyers and other stakeholders to progress claims and achieve fair, practical and commercially sound outcomes.
• Assist with loss fund management, including monitoring utilisation, supporting reconciliations, identifying funding requirements and ensuring payments, bordereaux and supporting information are timely, accurate and appropriately controlled.
• Liaise with capacity providers on significant claim developments and support the preparation and delivery of monthly, quarterly and ad hoc claims reporting.
• Liaise with the Outwards Reinsurance team to ensure significant claims developments, reserve movements and potential recoveries are communicated appropriately.
• Work closely with underwriting teams to provide claim insight, feedback on policy wordings, coverage issues, risk selection, emerging trends and loss experience.
• Contribute to management information, performance reporting, portfolio analysis and claims governance activity, including identifying trends, emerging risks and areas for improvement.
• Support the Head of Complex Claims in monitoring outsourced claims providers, TPAs and delegated claims partners against agreed standards, service levels and reporting requirements.
• Provide technical guidance and peer support to less experienced claims colleagues, contributing to knowledge sharing, best practice and team development.
• Build and maintain effective relationships with brokers, capacity providers, external experts and internal stakeholders, supporting Rokstone’s market profile and claims proposition.
• Contribute to continuous improvement initiatives, claims projects, process refinement and adoption of improved tools, systems and ways of working.
• Ensure compliance with all applicable regulatory requirements, internal governance frameworks, delegated authority arrangements, binder obligations and conduct standards.
• Carry out any additional duties reasonably assigned and aligned to the role.

Role Requirements

• Demonstrable London Market, Lloyd's or international claims handling expeirence, including management of technically complex or higher-value claims.
• Experience handling claims across multiple classes of business, such as Property, Marine, Aviation, Construction, Casualty/Liability, Financial Lines, Cyber or other specialty classes.
• Strong understanding of the end-to-end claims lifecycle.
• Ability to interpret policy wordings, assess coverage and liability issues, and develop appropriate claim strategies with a good level of autonomy.
• Experience working with brokers, insureds, capacity providers, reinsurers, TPAs, adjusters, lawyers and other external experts.
• Good awareness of delegated authority, binder, bordereaux, TPA, claims governance and loss fund processes.
• Experience supporting large loss processes, portfolio reporting, watchlists, MI or claims trend analysis would be advantageous.
• Relevant insurance qualification, or working towards one, would be beneficial: Dip CII, ACII.

Skills & Abilities

• Strong technical claims judgement, with the ability to manage claims with increasing complexity and make balanced, well-reasoned decisions.
• Excellent written and verbal communication skills, including the ability to provide clear, concise and professional updates to senior stakeholders, brokers and capacity providers.
• Commercially aware and solutions-focused, with a strong understanding of service quality, cost control, fair outcomes, indemnity spend and stakeholder confidence.
• Highly organised, resilient and able to manage a varied portfolio, competing priorities and time-sensitive issues effectively.
• Strong analytical skills, with attention to detail and the ability to identify coverage, quantum, reserving, litigation, conduct and process issues.
• Confident relationship builder with the ability to influence and collaborate across claims, underwriting, operations, reinsurance, TPAs and external experts.
  Proactive and improvement-minded, with a willingness to challenge existing processes constructively and support better ways of working.
• Comfortable using claims systems, Microsoft Office and MI/reporting tools; strong Excel capability would be advantageous.
  Able to support, coach and share knowledge with less experienced colleagues while contributing positively to a collaborative, high-performing team
• environment.
• Able to support, coach and share knowledge with less experienced colleagues while contributing positively to a collaborative, high-performing team environment.

Management Duties

• No direct line management responsibilities. The role will, however, involveprovidingtechnical guidance, peer support and knowledge sharing to less experienced colleagues, and may involve supporting training, file reviewactivityand the development of best practice within the wider claims function.

We are an equal opportunity employer, and we are proud to share that 93% of our employees say they can be themselves at work. We aim to hire our industry's finest people because the best people drive the best outcomes. And we forever challenge the status quo because we know there are always ways to improve things. Because together, we're limitless. We value applicants from all backgrounds and foster a culture of inclusivity. We understand the need for flexibility, so work in a hybrid model. Please let us know if you require any reasonable adjustments during the recruitment process.

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